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- Tasks: Lead guest engagement strategies and deliver exceptional service experiences.
- Company: Join Genting Casinos, a leading leisure business in the UK with a commitment to outstanding customer service.
- Benefits: Enjoy flexible benefits, mental health support, and a range of discounts and perks.
- Why this job: Be part of a diverse team enhancing VIP experiences and making a real impact.
- Qualifications: Fluency in Arabic or Indian languages and 3-5 years in customer relations required.
- Other info: Opportunities for career development and participation in fun social activities.
The predicted salary is between 40000 - 60000 £ per year.
We are seeking a dynamic and culturally fluent Customer Relations (CR) Manager to lead both our domestic and international guest engagement strategy. This individual will play a critical role in developing relationships with a diverse clientele, with a particular focus on high-value guests from the Middle East and the Indian subcontinent. The ideal candidate will be fluent in Arabic or the following Indian languages: Hindi, Gujarati, Punjabi, and Bengali.
As a CR Manager, you will be responsible for delivering exceptional service experiences, driving loyalty among our client base, and enhancing the overall customer journey. You will collaborate across departments to ensure that all VIP guests receive personalized and culturally attuned service.
Key Responsibilities:- Build and maintain strong relationships with domestic and international VIP players, particularly those from the Middle East and South Asia.
- Ensure guest satisfaction by providing seamless and culturally aware service experiences throughout the property.
- Develop and implement tailored engagement strategies for guests to increase visitation and retention.
- Plan and host exclusive events, gaming promotions, and experiences aligned with cultural preferences.
- Serve as the main point of contact for high-value international guests, responding to inquiries, resolving issues, and proactively anticipating their needs.
- Collaborate with the marketing, gaming, and F&B teams to coordinate services and enhance the guest journey.
- Monitor player activity and segment performance using CRM systems and player tracking software.
- Supervise and train CR team members to uphold high standards of guest service.
- Stay informed on cultural trends, holidays, and preferences relevant to target markets.
- Ensure compliance with internal policies, responsible gaming practices, and regulatory requirements.
- Bachelor's degree in Hospitality, Marketing, Business, or a related field (or equivalent experience).
- Fluency in Arabic or the Indian languages (Hindi, Gujarati, Punjabi, or Bengali) is required.
- Minimum 3-5 years of experience in casino customer relations, player development, or hospitality services, including team leadership.
- Proven experience working with international or multicultural client segments.
- Strong interpersonal, communication, and problem-solving skills.
- Proficiency with CRM systems and player tracking tools.
- Willingness to work flexible hours, including nights, weekends, holidays, and be prepared to travel.
- Additional language fluency is a plus.
- Experience working in international casino or resort settings.
- Strong cultural awareness and ability to adapt service approaches to different guest preferences.
As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:
- Company funded benefits
- Private GP helpline.
- Discount portal for popular retailers, restaurants, leisure and more.
- Pension scheme.
- Life assurance.
- Employee assistance programme - A confidential helpline providing 24/7 advice and counselling whatever the issue.
- 20% discounted gym membership.
- Mental health support.
- Family-friendly and wellbeing policies.
- Flexible benefits designed for employees to choose the best package for their personal needs.
- Health Cash Plan (level 1 is company funded).
- Critical illness cover.
- Dental insurance.
- Travel insurance.
- Health Screening.
- Rewards, recognition, development, and events.
- Career development opportunities.
- Genting Academy - online learning portal.
- Long service awards.
- Staff social fund.
- Annual company Christmas present.
- A range of social engagement activities such as a company-wide pub quiz, Croupier of the Year Awards, and a 5-a-side football tournament.
Genting Casinos is one of the UK's most popular leisure businesses and is proud to deliver outstanding service to our customers in our casinos nationwide. As part of the Genting Group, which employs 62,000 people worldwide, we are passionate about our values and providing our colleagues and customers with a fantastic experience.
As an inclusive and diverse employer, we celebrate individuality and value the contribution that each person brings to our workplace. We continue to gain an understanding of the needs and requirements of our customers, colleagues and prospects and actively embrace and accommodate these. If you require any support in relation to your interview, such as guidance, advice or any adjustments, please contact us.
Customer Relations Manager employer: Genting Casinos
Contact Detail:
Genting Casinos Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager
✨Tip Number 1
Familiarise yourself with the cultural nuances and preferences of high-value guests from the Middle East and Indian subcontinent. Understanding their expectations can help you tailor your approach during interviews and demonstrate your commitment to providing exceptional service.
✨Tip Number 2
Network with professionals in the casino and hospitality industry, especially those who have experience with international clientele. This can provide you with valuable insights and connections that may enhance your application and interview performance.
✨Tip Number 3
Showcase your language skills by practicing conversational Arabic or one of the Indian languages mentioned in the job description. Being able to communicate effectively in these languages can set you apart from other candidates and highlight your suitability for the role.
✨Tip Number 4
Research Genting Casinos and their customer engagement strategies. Understanding their brand values and service philosophy will allow you to align your responses during the interview, demonstrating that you are a good fit for their team.
We think you need these skills to ace Customer Relations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer relations, particularly in multicultural environments. Emphasise any language skills, especially in Arabic or Indian languages, as this is crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the importance of cultural awareness in customer service. Mention specific examples of how you've successfully engaged with diverse clientele in the past.
Highlight Relevant Experience: In your application, focus on your experience in the casino or hospitality industry. Detail your achievements in enhancing guest satisfaction and loyalty, and how you’ve implemented successful engagement strategies.
Showcase Interpersonal Skills: Demonstrate your strong communication and problem-solving skills in your application. Provide examples of how you've effectively resolved issues for high-value clients and maintained strong relationships.
How to prepare for a job interview at Genting Casinos
✨Showcase Your Cultural Fluency
As a Customer Relations Manager, you'll be dealing with a diverse clientele. Make sure to highlight your understanding of different cultures and languages, especially Arabic or any Indian languages you speak. Share examples of how you've successfully engaged with international guests in the past.
✨Demonstrate Exceptional Service Skills
Prepare to discuss specific instances where you've gone above and beyond to ensure guest satisfaction. Think about how you can illustrate your ability to provide seamless and culturally aware service experiences, as this is crucial for the role.
✨Familiarise Yourself with the Casino Environment
Understanding the casino industry is key. Research the latest trends in customer relations within casinos, and be ready to discuss how you would implement tailored engagement strategies to enhance the guest journey at The Palm Beach Casino.
✨Prepare for Team Collaboration Questions
Since the role involves working closely with various departments, be prepared to talk about your experience in collaborating with marketing, gaming, and F&B teams. Have examples ready that demonstrate your teamwork and leadership skills in previous roles.
